About this role
About the position
The Customer Success Manager, Renewals owns the operational and commercial execution of NA renewals end to end. For CSM-led accounts, the CSM owns the customer relationship and risk and agrees the renewal approach and uplift with the customer; the Customer Success Manager, Renewals then creates the contract, drives it to close, and serves as the main point of contact for procurement. For single-project and lower-touch accounts, the Customer Success Manager, Renewals can own the full renewal independently, from setting the amount through to close.
Responsibilities
• Own the renewal contract lifecycle from CSM handover through to signature. Build the contract from the agreed terms and uplift, and chase it through close.
• Independently manage renewals for single-project and lower-touch accounts end to end, including setting the renewal amount, initiating customer outreach, and closing without CSM involvement, to support future segmentation of the renewals book.
• Act as the main point of contact for customer procurement teams.
• Manage security reviews and engage Legal when terms, redlines, or compliance questions require it.
• Own the CRM as the source of truth for renewals: maintain deals, stages, close dates, and forecasting in HubSpot.
• Forecast the renewals book and report on progress, commit, and at-risk renewals.
• Run a proactive renewals cadence. Meet with each CSM once or twice a month to review renewals due in the next quarter and start the process roughly three months ahead of close.
• Partner with CSMs to ensure a clean commercial handover and a smooth renewal experience for the customer.
Requirements
• Experience managing SaaS renewals, contracts, or commercial operations, ideally with B2B or public-sector customers.
• Strong CRM discipline, with hands-on HubSpot experience including pipeline management and forecasting.
• Comfort working with procurement and legal processes, security reviews, and vendor assessments.
• Highly organized and proactive, able to manage a large volume of deals and keep every renewal on schedule.
• Clear, plain-language communicator who can work with non-technical government stakeholders.
Benefits
• Paid birthday leave annually
• Professional development reimbursement
• 4 weeks annual paid vacation
• RRSP/401k matching
• Annual wellness reimbursement
• One-off home office allowance
• Generous paid parental leave options